Purpose – The paper aims to help companies develop a better understanding of customer needs through quantitative analysis of Kano's model. Design/methodology/approach – A novel approach is developed to measure and quantify the relationships between customer satisfaction and the fulfillment...

Purpose – This study aims to design and validate a new measuring instrument of service quality, and ultimately to establish a national service quality index for the banking sector. The primary contribution is the insight offered regarding what factors affect service quality and the BSQ Index,...

Purpose – The purpose of this paper is to develop and suggest a reference Kano model. Design/methodology/approach – Existing Kano models have been classified into three types and, for each type, the curves, together with their corresponding evaluation tables, have been studied and a new type...

Purpose – E‐business systems and processes that use ubiquitous platforms such as web browser and internet have a profound impact on the management of inter‐organisational processes. Consequently, a major implication of e‐business is its impact on supply chain management. This paper...

Purpose – The purpose of this paper is to assess developments in the service literature over the last six years and to lay out some challenges and opportunities for the operations management academic community. Design/methodology/approach – The paper is based on issues raised in a previous...

Purpose – The main objective of this paper is to describe state‐of‐the‐art practices for handling logistics performance management in dyadic relationships. Another objective is to explain the relationship between logistics performance management practices and customers' expected...

Purpose – The customer enquiry management (CEM) process is of strategic importance in engineer‐to‐order contexts but existing literature does not adequately describe how firms support delivery date setting and order acceptance decisions in practice. This paper seeks to explore how and why...

Purpose – This paper proposes a new approach to operations and supply strategy in the light of recent developments in the analysis of the respective roles of products and services in delivering benefits to customers. Design/methodology/approach – Reviews and synthesises concepts from...

Purpose – The purpose of this paper is to explore the antecedents and consequences of the implementation of different customer feedback mechanisms with regard to their contribution to organisational learning that leads to service improvement. Design/methodology/approach – A critical case...

Purpose – The purpose of this paper is to examine the relationship between exploration and exploitation innovation, and business performance in small and medium enterprise (SME) service firms. Furthermore, the paper also examines the interaction between the two innovation orientations in...